Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has emailed the customer her software key codes. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dell representative, James, is continuing to work with the customer to achieve an amicable resolution for their concernsDepot service has been issued; once completed, our representative will follto confirm product functionalityShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, verified a credit has been applied to the original form of payment and offered Mr*** a coupon, which was acceptedThe coupon has been sent
to M***, however; he has not responded to subsequent contact attemptsWe regret any dissatisfaction he may have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Mr*** expressed dissatisfaction with Dell service and support and wants his computer replaced Since the date of the follow up submission, Dell representatives have offered assistance to repair the computer per the terms of Dell’s Limited Hardware Warranty Mr*** indicated he only wants a replacement computer or a refund These requests have been denied Should he reconsider, we ask that he contact one of our representatives for any further assistance he may need regarding this matter Alternatively, Mr*** may contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because: I have requested an additional months of warranty on the new computer I received that replaces the defective one I have The 1st computer started to fail after months and it took over months for Dell to finally realize that it was defective and replace it I now have less than days of warranty on this new machine Dell should warranty their machines not the original purchase date If this new machine has similar problems I will have to now pay to get a resolution and pay if a replacement is neededTo that point just yesterday this new machine acted as the 1st one did The machine states that there are no wireless signals in my areathis screen goes blank There are several wireless signals in my area, some from neighbors, even if I can not connect to them they should still show up on this screenThis includes the wireless router that I use in my home to connect to the internet I sent an email to this contact person yesterday morning but as of pm today have not had a response His emails state that he works 10-6P Central time M-F so he should be at work to receive and respond I have not abused their warranty service in any way and only called regarding this same on-going problem If this new machine works properly they will not get any warranty/service calls from me What do they have to loose?
Regards,
*** ***
Complaint: ***
I am rejecting this response because:THE LAST TIME MY LAPTOP WAS SENT IN FOR REPAIR I WAS NOT EVEN ABLE TO START IT UPtHERE WERE NO INSTRUCTIONS ON HOW TO.I GOT HELP ONLINE BUT SOME OF THE PROBLEMS REOCURRED. iT IS TAKING LONGER THAN ANTICIPATED FOR ME TO GET MY LAPTOP BACK. sINCE I DO NOT HAVE IT IN MY POSESSION I CANNOT RESPOND AS TO THE LEVEL OF SATISFACTION BEFORE CHECKING IT OUT.tHANK YOU AND HAPPY NEW YEAR
Regards,
*** ***
Complaint: ***
Dear Revdex.com, I am rejecting this response because it does not make sense to me.This is again another proof that neither *** nor Dell are willing to resolve the issue; however,I would like to submit the copy of the police report as they were not satisfy with only the case number.I understand that it is a waste of time but I would like to receive an answer to these questions from both Dell and ***- how would the replacement computer is delivered in a matter of one day while I was told it would take to business days.2- Why I was not provided with the tracking number in order to track that computer.3- why would a laptop delivery come in a no signature required package.4- why would a laptop be left at a front yard which is not fenced
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently made multiple attempts to reach Ms***; however, has not been able to discuss the contents of her correspondenceWe regret any
dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in touch with the customer after the exchange was delivered on 9/1/and the customer reports there are no other concernsWe regret any dissatisfaction
which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative contacted the customer and informed him our records indicate the transfer of ownership is completeWe regret any dissatisfaction which may have been experienced and
appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Customer expressed dissatisfaction with Dell service and support and wants her computer repaired, replaced, or a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an option Prior to our last response dated July 5, 2016, our representative denied the customer’s refund and exchange requests, asked the customer to back up her data, and offered to assist in reloading the operating system in order to resolver her issues Dell does not provide exchange computers for software issues For customer satisfaction reasons, as the customer’s warranty has expired, our representative can assist the customer in reloading her operating system after she backs up her files provided she contact our representative within ten days from the date of this response at ***@Dell.comDell will not be offering any additional concessions and no further attempt has been made to reach the customer regarding this case.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 05/20/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe customer states continued technical concerns with their systemAt this time the agent has processed a system exchange which was received in proper order as confirmed by the customerDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The company has not posted the time slot and the time limit for the historically ineffective painful and lengthy troubleshoot session, as requested in the last response.
Regards,
*** *** ***
Complaint: ***
I am rejecting this response because:The only attempts of contact Dell has made have been the same harassing unintelligible voice messages left by a person with such a thick accent it is impossible to understand (How do I respond to phone messages that are impossible to understand??!!) There are now more than a dozen of these messages on my phone and I'd be happy to play them for anyone (including the press) to show how dell is not allowing proper communication when there is a problem with their productsThe voice is so garbled that communication with this person and understanding this person is impossibleI have repeatedly stated this here to the Revdex.com, and repeatedly stated it in my response emails and certified lettersAnd yet, Dell still will not address the problem with their customer service nor fix/replace my computerThe emails sent from Dell have been form letters (And Dell is lying when they say I have not responded, because I have and I can show sent email proof. But when I do respond, in return I just get the same exact original form letter back without any acknowledgement of my response or questionsit's ridiculous, it's like they are playing with me and stalling)By not allowing me to communicate with someone that actually has the ability to communicate, Dell is, and has been avoiding dealing with this problem (I believe this is a could possibly be a tactic by Dell to stall so they could let the warranty run out)It is so frustratingI've expressed multiple times that it is impossible to understand this rep, and impossible to communicate with a form letter generator, and yet that is all they have done for now over a year!! And now they talk to Revdex.com about how they will help within the warranty, but they didn't help me within the year warranty time even though I've been writing certified and detailed letters since the very first month when I purchased the computerI am appalledWhy wouldn't they let me speak to someone who can understand my english and communicate properly with this USA purchased computerPlease just send a refund and let me purchase a working computer from a different company (one that actually cares about the quality of product and their customers)
Regards,
** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concerns and explained the terms of saleOur representative informed him that the order was canceled due
to pricing error and cannot be reinstated
***
Please note that Dell strives to communicate accurate pricing and product information but will not be held responsible for any pricing, typographical, or other errors in such communicationsIn the interest of customer satisfaction, our representative offered to place a new order at a discounted price; however, Mr*** elected not to accept our offer of assistanceWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, ***
has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has setup a return and refund for the customer’s RAM since it did not work in his system. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, ***
has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has processed a refund for the customer that gives him the price match he wanted. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date
of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed a return for a refund Dell records indicate a refund for $has posted to the customer’s Dell account and our representative followed up with the customer to provide this information We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: When I spoke to the Dell representative (*** *) yesterday, in addition to accusing me of providing information in my complaint (which I did not in an way), *** became very hostile and confrontational and offered no resolution to the issue at handI very clearly stated to him that I would be sending my unit in for repairs at the recommendation of technical support, but I DO NOT accept this as a resolution to the issue at hand and continue to believe that my request is well within the intent of the return policy given that amount of money I have spent on a product that I have had in my hands for less than days and is utterly unusableDell continues to show complete lack of willingness to find a reasonable solution and provide customer support of any kindThe added insult of the accusations *** made on the phone reinforce Dell's unethical and abusive customer treatmentI will continue to pursue the full refund I have requested, and will further look into my options to address the accusations that were made about me, legal or otherwiseI DO NOT accept the solution proposed here, as it is not a solution at all given the time, money and effort that has been put into accomplishing the simple goal of procuring a usable computerCustomers should be able to expect, at a bare minimum, to receive a working unit when they order a high-end system from any computer retailerDell was not able/willing to meet that minimum expectation and now continues to deflect or avoid any responsibility for their failure to deliver on what they promise when they sell the customer a product
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has emailed the customer her software key codes. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dell representative, James, is continuing to work with the customer to achieve an amicable resolution for their concernsDepot service has been issued; once completed, our representative will follto confirm product functionalityShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, verified a credit has been applied to the original form of payment and offered Mr*** a coupon, which was acceptedThe coupon has been sent
to M***, however; he has not responded to subsequent contact attemptsWe regret any dissatisfaction he may have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Mr*** expressed dissatisfaction with Dell service and support and wants his computer replaced Since the date of the follow up submission, Dell representatives have offered assistance to repair the computer per the terms of Dell’s Limited Hardware Warranty Mr*** indicated he only wants a replacement computer or a refund These requests have been denied Should he reconsider, we ask that he contact one of our representatives for any further assistance he may need regarding this matter Alternatively, Mr*** may contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because: I have requested an additional months of warranty on the new computer I received that replaces the defective one I have The 1st computer started to fail after months and it took over months for Dell to finally realize that it was defective and replace it I now have less than days of warranty on this new machine Dell should warranty their machines not the original purchase date If this new machine has similar problems I will have to now pay to get a resolution and pay if a replacement is neededTo that point just yesterday this new machine acted as the 1st one did The machine states that there are no wireless signals in my areathis screen goes blank There are several wireless signals in my area, some from neighbors, even if I can not connect to them they should still show up on this screenThis includes the wireless router that I use in my home to connect to the internet I sent an email to this contact person yesterday morning but as of pm today have not had a response His emails state that he works 10-6P Central time M-F so he should be at work to receive and respond I have not abused their warranty service in any way and only called regarding this same on-going problem If this new machine works properly they will not get any warranty/service calls from me What do they have to loose?
Regards,
*** ***
Complaint: ***
I am rejecting this response because:THE LAST TIME MY LAPTOP WAS SENT IN FOR REPAIR I WAS NOT EVEN ABLE TO START IT UPtHERE WERE NO INSTRUCTIONS ON HOW TO.I GOT HELP ONLINE BUT SOME OF THE PROBLEMS REOCURRED. iT IS TAKING LONGER THAN ANTICIPATED FOR ME TO GET MY LAPTOP BACK. sINCE I DO NOT HAVE IT IN MY POSESSION I CANNOT RESPOND AS TO THE LEVEL OF SATISFACTION BEFORE CHECKING IT OUT.tHANK YOU AND HAPPY NEW YEAR
Regards,
*** ***
Complaint: ***
Dear Revdex.com, I am rejecting this response because it does not make sense to me.This is again another proof that neither *** nor Dell are willing to resolve the issue; however,I would like to submit the copy of the police report as they were not satisfy with only the case number.I understand that it is a waste of time but I would like to receive an answer to these questions from both Dell and ***- how would the replacement computer is delivered in a matter of one day while I was told it would take to business days.2- Why I was not provided with the tracking number in order to track that computer.3- why would a laptop delivery come in a no signature required package.4- why would a laptop be left at a front yard which is not fenced
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently made multiple attempts to reach Ms***; however, has not been able to discuss the contents of her correspondenceWe regret any
dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in touch with the customer after the exchange was delivered on 9/1/and the customer reports there are no other concernsWe regret any dissatisfaction
which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative contacted the customer and informed him our records indicate the transfer of ownership is completeWe regret any dissatisfaction which may have been experienced and
appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Customer expressed dissatisfaction with Dell service and support and wants her computer repaired, replaced, or a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an option Prior to our last response dated July 5, 2016, our representative denied the customer’s refund and exchange requests, asked the customer to back up her data, and offered to assist in reloading the operating system in order to resolver her issues Dell does not provide exchange computers for software issues For customer satisfaction reasons, as the customer’s warranty has expired, our representative can assist the customer in reloading her operating system after she backs up her files provided she contact our representative within ten days from the date of this response at ***@Dell.comDell will not be offering any additional concessions and no further attempt has been made to reach the customer regarding this case.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 05/20/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe customer states continued technical concerns with their systemAt this time the agent has processed a system exchange which was received in proper order as confirmed by the customerDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The company has not posted the time slot and the time limit for the historically ineffective painful and lengthy troubleshoot session, as requested in the last response.
Regards,
*** *** ***
Complaint: ***
I am rejecting this response because:The only attempts of contact Dell has made have been the same harassing unintelligible voice messages left by a person with such a thick accent it is impossible to understand (How do I respond to phone messages that are impossible to understand??!!) There are now more than a dozen of these messages on my phone and I'd be happy to play them for anyone (including the press) to show how dell is not allowing proper communication when there is a problem with their productsThe voice is so garbled that communication with this person and understanding this person is impossibleI have repeatedly stated this here to the Revdex.com, and repeatedly stated it in my response emails and certified lettersAnd yet, Dell still will not address the problem with their customer service nor fix/replace my computerThe emails sent from Dell have been form letters (And Dell is lying when they say I have not responded, because I have and I can show sent email proof. But when I do respond, in return I just get the same exact original form letter back without any acknowledgement of my response or questionsit's ridiculous, it's like they are playing with me and stalling)By not allowing me to communicate with someone that actually has the ability to communicate, Dell is, and has been avoiding dealing with this problem (I believe this is a could possibly be a tactic by Dell to stall so they could let the warranty run out)It is so frustratingI've expressed multiple times that it is impossible to understand this rep, and impossible to communicate with a form letter generator, and yet that is all they have done for now over a year!! And now they talk to Revdex.com about how they will help within the warranty, but they didn't help me within the year warranty time even though I've been writing certified and detailed letters since the very first month when I purchased the computerI am appalledWhy wouldn't they let me speak to someone who can understand my english and communicate properly with this USA purchased computerPlease just send a refund and let me purchase a working computer from a different company (one that actually cares about the quality of product and their customers)
Regards,
** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concerns and explained the terms of saleOur representative informed him that the order was canceled due
to pricing error and cannot be reinstated
***
Please note that Dell strives to communicate accurate pricing and product information but will not be held responsible for any pricing, typographical, or other errors in such communicationsIn the interest of customer satisfaction, our representative offered to place a new order at a discounted price; however, Mr*** elected not to accept our offer of assistanceWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, ***
has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has setup a return and refund for the customer’s RAM since it did not work in his system. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, ***
has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has processed a refund for the customer that gives him the price match he wanted. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date
of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed a return for a refund Dell records indicate a refund for $has posted to the customer’s Dell account and our representative followed up with the customer to provide this information We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: When I spoke to the Dell representative (*** *) yesterday, in addition to accusing me of providing information in my complaint (which I did not in an way), *** became very hostile and confrontational and offered no resolution to the issue at handI very clearly stated to him that I would be sending my unit in for repairs at the recommendation of technical support, but I DO NOT accept this as a resolution to the issue at hand and continue to believe that my request is well within the intent of the return policy given that amount of money I have spent on a product that I have had in my hands for less than days and is utterly unusableDell continues to show complete lack of willingness to find a reasonable solution and provide customer support of any kindThe added insult of the accusations *** made on the phone reinforce Dell's unethical and abusive customer treatmentI will continue to pursue the full refund I have requested, and will further look into my options to address the accusations that were made about me, legal or otherwiseI DO NOT accept the solution proposed here, as it is not a solution at all given the time, money and effort that has been put into accomplishing the simple goal of procuring a usable computerCustomers should be able to expect, at a bare minimum, to receive a working unit when they order a high-end system from any computer retailerDell was not able/willing to meet that minimum expectation and now continues to deflect or avoid any responsibility for their failure to deliver on what they promise when they sell the customer a product
Regards,
*** ***